Technical Operations

Job Description

• Monitor SLA, OLA, and growth metrics.
• Define service levels with service providers and merchants and ensure receiving related reports at defined intervals.
• Plan to improve service quality.
• Assess customer support needs.
• Define and deploy prerequisite tools, infrastructure, processes, etc. to improve operational processes and activities.
• Log and resolve customer issues.
• Redirect problems to appropriate teams (product team, infrastructure, or service provider).
• Diagnose and troubleshoot software and mobile apps or other Azkivam products.
• Respond to internal stakeholder inquiries and assist in troubleshooting and resolving challenges.
• Actively update, maintain, and monitor all aspects of products.
• Attend in-person meetings with related stakeholders to analyze, troubleshoot, and diagnose product problems.

Requirements

• Bachelor’s degree in Computer Science or Information Technology.
• Experience in documenting processes and monitoring performance metrics.
• Ability to work with data and analyze it to create reports.
• Availability for monitoring systems.
• In-depth knowledge of structured query language (SQL).
• Knowledge of relational and NoSQL databases.
• Knowledge of systematic planning practices and service quality evaluation.
• Ability to prioritize and manage several milestones and projects efficiently.
• Familiar with financial concepts.
• Familiar with the payment industry (Shaparak and Shetab processes).
• In-depth knowledge of software and microservices.
• Previous work experience as a technical support engineer.
• Professional written and interpersonal skills.
• Strong analytical and problem-solving skills.